Chatwoot vs Gorgias
A side-by-side comparison for e-commerce sellers — platforms, pricing, free trials and ROI.
AI-powered, open-source customer support platform you can self-host or run in the cloud.
| Category | Customer Service | Customer Service |
|---|---|---|
| Platforms | Shopify WooCommerce DTC | Shopify WooCommerce DTC |
| Pricing | Free plan available | Free trial; paid from $10/mo, scales by ticket volume |
| Free trial | Yes | Yes |
| Affiliate program | — | PartnerStack |
| ROI | Deflects repetitive questions with the Captain AI agent and speeds up agent replies, reducing support volume while keeping data on your own infrastructure if self-hosted. | Automates and deflects 30%+ of repetitive tickets, cutting first-response time by hours. |
Which should you choose?
Teams that want an affordable, open-source omnichannel support desk with built-in AI and the option to self-host for data control.
Shopify and DTC brands that want a helpdesk with deep order context and ecommerce-tuned automation.
Chatwoot
Pros
- Open-source with a free Hacker plan and self-hosting option
- True omnichannel support across many messaging channels
- Privacy-focused alternative to Intercom and Zendesk
Cons
- Captain AI credits and voice are limited or excluded on lower tiers
- Self-hosting requires your own infrastructure and maintenance
- Pricing is per-agent, which can add up for larger teams
Gorgias
Pros
- Best-in-class native order context for Shopify/DTC support
- Agents act on orders (refunds, cancels) without leaving the inbox
- Strong automation and AI deflection tuned for ecommerce
Cons
- Pricing scales by ticket volume and can climb fast as you grow
- AI Agent resolutions are billed on top of base ticket plans
- Less suited to non-ecommerce or B2B support use cases
Other tools to consider
Collect, manage, and display product reviews and UGC for ecommerce
Live chat and Lyro AI chatbot for small and growing online stores
Loyalty, referrals, reviews and memberships in one app for Shopify, WooCommerce and retail
A unified AI suite for marketing, sales, and customer support
Branded shipping guarantee for Shopify that resolves lost, stolen and damaged deliveries fast
Branded returns and exchanges for Shopify that steer refunds into exchanges and store credit